Your shared team inbox for WhatsApp — read and reply to customer chats, assign them to agents, set resolution status, and stay on top of missed response targets.
Conversations is the shared helpdesk where your entire team handles customer WhatsApp
messages together in real time. Everyone sees the same inbox — so chats get answered
once, by the right person, without two agents replying to the same customer. You can
switch between a standard list view and a network graph view that visually maps how
conversations and contacts relate, bulk-assign chats to agents, track missed response target
badges that flag conversations about to miss their response targets, see real-time
typing indicators when a customer is composing a message, and set resolution statuses
(Open, Snoozed, Closed) to keep your workload organized.
How a message reaches your team
1
Customer
Incoming Message
Customer sends a WhatsApp message to your business number.
3
System
Shared Inbox
The conversation drops into the central triage queue.
5
Agent
Resolution
The inquiry is solved and the chat status is closed.
1
2
3
4
5
2
System
Routing Rules
System checks keywords or flow logic to assign correctly.
4
Agent
Review & Reply
An agent claims the chat, reviews history, and replies.
1
1
Customer
Incoming Message
Customer sends a WhatsApp message to your business number.
2
2
System
Routing Rules
System checks keywords or flow logic to assign correctly.
3
3
System
Shared Inbox
The conversation drops into the central triage queue.
4
4
Agent
Review & Reply
An agent claims the chat, reviews history, and replies.
5
5
Agent
Resolution
The inquiry is solved and the chat status is closed.
Read and reply to inbound and outbound customer messages in real-time.
Switch views — toggle between a standard List View, or a Network Graph View that visually maps how conversations and contacts relate to each other.
Assign and triage — bulk-assign chats to specific agents, or change their resolution status (e.g., Open, Snoozed, Closed).
Spot response time risk — breach badges surface conversations that are about to miss their specific targets, distinguishing between First Response Time and Resolution Time breaches.
Typing Indicators — see real-time typing indicators when a customer is composing a message on WhatsApp.
Read the room — recent inbound/outbound analytics show your overall volume and team performance metrics.
Read & Reply
Answer inbound and outbound messages in real time
Switch Views
List View or Network Graph for visual context
Assign & Triage
Bulk-assign chats to agents, set resolution status
Response Time Warnings
Spot first-response and resolution time risks
Typing Indicators
See when a customer is composing a message
Analytics
Real-time inbound/outbound volume and team metrics
Customers on WhatsApp expect replies within 5 minutes — treat it like live chat, not email. Studies show that responding to leads within 5 minutes can increase your conversion rate by 20× or more compared to waiting just 30 minutes.
In many markets, 78% of consumers buy from the first business that responds. Every minute of delay is a potential lost sale.
5min
Expected reply window on WhatsApp — treat it like live chat
20×
Higher conversion when you reply within 5 minutes vs 30 minutes
78%
Of consumers buy from the first business that responds
A global sports retailer reported +30% team efficiency and doubled their customer satisfaction score after implementing WhatsApp inbox analytics.
A travel booking platform improved customer retention by ~25% using real-time booking support through their shared WhatsApp inbox.
Measured improvements with a shared WhatsApp inbox
Team Efficiency
Baseline+30%
Customer Satisfaction (CSAT)
Baseline2× score
Customer Retention
Baseline+25%
Industry case studies: global sports retailer, travel booking platform
Network Graph tip: Switch to the Network Graph View to spot patterns — like a single customer reaching out across multiple conversations, or a group of related enquiries that could be handled by one agent.